End-to-End Organizational Process
An End-to-End Organizational Process is an organizational process that includes all steps from the initial customer interaction to the final delivery of the product or service.
- Context:
- performance: End-to-End Process Measures.
- It can (typically) cover multiple departments or aspects of a business.
- It can be designed to ensure a seamless customer experience from beginning to end.
- It can be optimized to reduce delays and eliminate unnecessary steps.
- It can be a key part of a business's value chain.
- It can be enhanced by digital transformation initiatives for greater efficiency.
- It can be mapped and analyzed using various process modeling techniques.
- It can involve cross-functional teams and collaboration.
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- Example(s):
- An Order-to-Cash Process, covering every step from when a customer places an order to when payment is received and the order is closed.
- A Procure-to-Pay Process, starting with requisitioning goods/services and ending with the payment to suppliers.
- A Hire-to-Retire Process, encompassing all HR activities from recruiting to retirement.
- A Lead-to-Revenue Process, including all stages from acquiring leads to generating revenue through a sale.
- A Concept-to-Launch Process, describing the steps from initial product conception to market launch.
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- Counter-Example(s):
- A Single-Step Process, which involves only one step and is not interconnected with other steps or processes.
- A Department-Specific Process, which occurs entirely within one business area without integrating with other parts of the organization.
- An Ad-Hoc Task, which is a one-off task that does not contribute to a larger end-to-end process.
- See: Business Process Management, Customer Journey Mapping.